Keep every customer conversation in context

The Unified Inbox brings supported WhatsApp, Instagram, and Live Chat conversations into one place. It helps your team see what a customer needs, decide where attention is most valuable, and move between AI assistance and human replies without losing the conversation history.

Use custom tags to focus the Inbox

Custom customer tags turn a long list of conversations into practical working groups: for example, New lead, Needs follow-up, VIP, or a service-specific label. They make it easier to prioritize the customers your team should handle next.

1. Open Inbox.

2. Use the Tags filter to show only conversations for the customer group you want to review.

3. Open an individual customer conversation.

4. In the customer details area, add an existing tag or create a custom tag for that customer.

5. Return to the Inbox list and use the tag filter to continue working through that group.

Tags stay attached to the customer, so they give your team a simple shared way to organize follow-ups across conversations.

Review and manage a conversation

Open a conversation to review its message history, reply directly, attach supported media, and work with your AI Customer Agent. The customer details area can also show available context, an AI-generated summary, objective progress, strategy analysis, and recommended next actions.

Use that context before taking over so the customer does not need to repeat what they have already shared.

Choose the right level of AI support

Autopilot can generate and send replies automatically. Copilot gives you more control by generating a suggested reply that you can review, edit, and send yourself. For an individual conversation, use the Autopilot control in the top-right corner; use the global control to manage Autopilot across contacts.

A simple Inbox workflow

1. Filter by a tag, channel, or Support Needed status to find the conversations that require attention.

2. Open the customer record, review the summary and message history, then add or update a tag if it will help your team work the conversation.

3. Reply manually, use Copilot, or let Autopilot handle a suitable conversation.

4. Use the customer context to decide on the next action, such as a follow-up, handoff, or update to the Agent’s Knowledge.

For contact-list management, exports, and deeper customer history, see Search and manage contacts.